Duty Manager

SCOPE Reporting to the Front Office Manager, the incumbent in the position is responsible for supervising the operations at the reception. He/she will support and assist the Front Office and other departments to ensure that the highest professional services are given to all guests in accordance with the Kempinski and Leading Quality Assurance (LQA) service standards.
OVERALL OBJECTIVES Plan and supervise the day-to-day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations. Ensures that all guests receive prompt, cordial attention and personal recognition and resolves related problems. Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary. Liaise and co...